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Case study: Code for America User Research

User research that informed the improvement of social services technology

Conducted qualitative and market research to leverage funding opportunities available for GetCalFresh, a user-centered, mobile-first online enrollment service for beneficiaries of California’s food stamp program.

Design Research

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Project Team

Lawrence Grodeska
Judi Brown

Listen

We used our experience in research design, user interview techniques and public procurement policies to create a comprehensive assessment of county-level funding opportunities for GetCalFresh. We defined the research methodology and sample size across California’s 58 counties, then identified appropriate county-level contacts in procurement, program administration and finance/budget. We conducted structured interviews and provided information on GetCalFresh product and Software as a Service (SaaS) to interviewees.

Learn

Our stakeholders were incredibly knowledgeable and informative. From our interviews, we identified trends and processes between county, state and federal agencies to procure Software as a Service (SaaS).

Make

Our final report provided insight and recommendations for GetCalFresh funding opportunities based on the insights we heard CalFresh program administrators. This project added to CfA’s internal body of research for strategic ways to deliver its products and services, and paved the way for the continued expansion for the GetCalFresh service.

“CivicMakers was wonderful to work with. They knew the landscape well enough to be self starters, and were effective and speedy about their work. They communicated well, made strong recommendations and delivered a great product.”

S.T. Mayer Chief Program Officer, Code for America (former)

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Client Need

Code for America is a nonprofit helping government deliver services to the public better using the tools and practices of the digital age. The nonprofit has worked with thousands of tech industry professionals and government staff to make the most of our tax dollars and help millions of underserved Americans.

Code for America has undertaken an effort to enroll all eligible Californians in CalFresh (SNAP) through GetCalFresh, a user-centric mobile-first online service. In order to develop a sustainable revenue model, Code for America sought qualitative and market research expertise from CivicMakers to help understand the funding opportunities available at the California county level.

Our Approach

The CivicMakers team used our experience in research design, user interview techniques and public procurement policies to create a comprehensive assessment of county-level funding opportunities for GetCalFresh. Below are the steps we took to get to the finished product:

  • Defined research methodology and sample size across California’s 58 counties
  • Identified appropriate county-level contacts in procurement, program administration and finance/budget
  • Conducted structured interviews and provided information on GetCalFresh product and Software as a Service (SaaS) to interviewees
  • Identified trends in SaaS procurement across the state including timeline, process and decision-makers

Outcomes

  1. Provided insight and recommendations for GetCalFresh funding opportunities by creating a report from interviews conducted with CalFresh program administrators
  2. Identified trends and processes between county, state and federal agencies to procure Software as a Service (SaaS)
  3. Added to CfA’s internal body of research for strategic ways to deliver its products and services

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